Chat: which would have been very complicated to setup and might
not have helped

Email: which would have helped

But she should instead have been pointed to:

Better troubleshooting instructions for Mac

Known issues on Mac hardware

Our support page is a hub that points to other support content but
currently the user has to change page and scan each one of them.
Instead our support page should help people know which support content
will solve their issue, without trial and error.

Some requests are very frequent on our help desk (and they change over
time). Our support page should help filter these frequent issues
quickly.

Issues for the current release are only listed in the release notes,
which is probably not where people facing these issues would look for.

Ideas

Restructure the page to help differently people who either cannot
start Tails or are in Tails already.

Link to FAQ after documentation and explain what kind of information
is in there

Our FAQ almost exclusively contains general interest questions that
are not about how to start Tails or issues affecting Tails.
All-in-all, they should be way less relevant to people visit the
support page than our known issues and documentation.

Contact and misc

Decide what to do with training organizations

Ask the organizations if they are being contacted for support and, if
so, find out what issues are being reported.

Rephrase and restructure Redmine and feature requests for a technical audience only

The support page currently refers users to Redmine to find out if an
issue is already known which is probably a dead end for less technical
users.

Advertise "Report an error" as a option to contact us

Right now, it is advertised outside of the ways to "get in touch with
us".

Could we go even further and say that people who cannot start Tails
should write us an email and people who can start Tails should send us
a WhisperBack report?

Remove the instructions to connect to the chat

There is very little happening on the chat actually. Very few users
with a good understanding of Tails help others. Most core Tails people
connect either rarely or never.